MTGox customer support == Huge Steaming Pile of FAIL!

LordGreynick

full member

Activity: 127

Merit: 100

Quote from: CyberPhunk on April 10, 2012, 12:51:43 PM

Quote from: Mt.Gox Support on April 10, 2012, 04:42:28 AM

Quote from: CyberPhunk on April 10, 2012, 04:28:56 AM

Quote from: Mt.Gox Support on April 10, 2012, 12:47:30 AM

Dear CyberPhunk.

Please check your account, I believe that the $25.18 USD are now back. We are sorry that it took so much time to fix this error, but, unlike Bitcoins transactions, Banks love to take their time send money back. And while we did not get them yet, we had a conformation yesterday that they are on their way, so we could finally credit your account of $25.18 USD.

Once again sorry that it took so long

Regards

So. you'll still keep the $50 that was caused by the failure of your employee, basically charging me for it? Nice!

It seems that you do not understand how bank fees work in the case of a withdraw, unfortunately banks, not US, take a Huge chunk of money when you go to opt for an international wire, in your case half of what you sent. The $25.18 that we gave you back is what the Banks sent us back from your initial withdraw and what you should have actually received.

Anyway if you do not want to use International Withdraw please use BitInstant.

Good luck

The $50 I am referring to is the ADDITIONAL fee for the failed transfer, which happened due to the incorrect information supplied by your employee. I sent a trial transfer of $50, and then you took ANOTHER $50 from my account to cover that fee.

Oh, and thanks to whomever decided to bury this thread in the trading sub-forum.

It has NOTHING to do with trading, and everything to do with accountability, which is why I put it where I did.

Not sure why this shouldn't be absolutely self evident to Mt Gox .. the charge happened because a Mt Gox employee gave incorrect advice. It should therefore fall to Mt Gox to resolve it .. not blame THEIR bank or another party for the fees and wash their hands of the issue.

CyberPhunk

full member

Activity: 124

Merit: 100

So, Mt.Gox Support, were you guys going to return the EXTRA $50 in fees you charged me or not?

Those fees were charged because the transfer failed, due to the incorrect information supplied by your own employee!

Since you seem to be ignoring my support case, I guess this is my last resort.

CyberPhunk

full member

Activity: 124

Merit: 100

Quote from: Mt.Gox Support on April 10, 2012, 04:42:28 AM

Quote from: CyberPhunk on April 10, 2012, 04:28:56 AM

Quote from: Mt.Gox Support on April 10, 2012, 12:47:30 AM

Dear CyberPhunk.

Please check your account, I believe that the $25.18 USD are now back. We are sorry that it took so much time to fix this error, but, unlike Bitcoins transactions, Banks love to take their time send money back. And while we did not get them yet, we had a conformation yesterday that they are on their way, so we could finally credit your account of $25.18 USD.

Once again sorry that it took so long

Regards

So. you'll still keep the $50 that was caused by the failure of your employee, basically charging me for it? Nice!

It seems that you do not understand how bank fees work in the case of a withdraw, unfortunately banks, not US, take a Huge chunk of money when you go to opt for an international wire, in your case half of what you sent. The $25.18 that we gave you back is what the Banks sent us back from your initial withdraw and what you should have actually received.

Anyway if you do not want to use International Withdraw please use BitInstant.

Good luck

The $50 I am referring to is the ADDITIONAL fee for the failed transfer, which happened due to the incorrect information supplied by your employee. I sent a trial transfer of $50, and then you took ANOTHER $50 from my account to cover that fee.

Oh, and thanks to whomever decided to bury this thread in the trading sub-forum.

It has NOTHING to do with trading, and everything to do with accountability, which is why I put it where I did.

R-

full member

Activity: 238

Merit: 100

Pasta

Quote from: rjk on April 10, 2012, 08:30:30 AM

QUICK TIP: For anyone that wants to use a wire for any reason at all: Don't bother, unless the amount is greater than $1000, and some folks will say even higher. It just isn't worth the time, expense, and general hassle. USA, use Dwolla. Europe, use Intersango SEPA. Other places have other options too.

This brother speaks the truth. With amounts over $1,000, you end up paying 5% in fees which isn't too rough.

rjk

sr. member

Activity: 448

Merit: 250

1ngldh

QUICK TIP: For anyone that wants to use a wire for any reason at all: Don't bother, unless the amount is greater than $1000, and some folks will say even higher. It just isn't worth the time, expense, and general hassle. USA, use Dwolla. Europe, use Intersango SEPA. Other places have other options too.

R-

full member

Activity: 238

Merit: 100

Pasta

Quote from: Mt.Gox Support on April 10, 2012, 12:47:30 AM

Dear CyberPhunk.

Please check your account, I believe that the $25.18 USD are now back. We are sorry that it took so much time to fix this error, but, unlike Bitcoins transactions, Banks love to take their time send money back. And while we did not get them yet, we had a conformation yesterday that they are on their way, so we could finally credit your account of $25.18 USD.

Once again sorry that it took so long

Regards

Woohoo! Issue resolved OP?

stergium

hero member

Activity: 655

Merit: 500

Quote from: jwzguy on April 09, 2012, 01:36:02 PM

Apparently "nothing" does indeed mean "nothing."

Sorry to hear you're having trouble. Mtgox does need a serious wake-up call when it comes to their customer support. My impression is that they believe they are too big to fail, so the only thing likely to give them that wake-up call is serious competition.

there is such a thing... called Intersango

Mt.Gox Support

vip

Activity: 308

Merit: 250

Quote from: CyberPhunk on April 10, 2012, 04:28:56 AM

Quote from: Mt.Gox Support on April 10, 2012, 12:47:30 AM

Dear CyberPhunk.

Please check your account, I believe that the $25.18 USD are now back. We are sorry that it took so much time to fix this error, but, unlike Bitcoins transactions, Banks love to take their time send money back. And while we did not get them yet, we had a conformation yesterday that they are on their way, so we could finally credit your account of $25.18 USD.

Once again sorry that it took so long

Regards

So. you'll still keep the $50 that was caused by the failure of your employee, basically charging me for it? Nice!

It seems that you do not understand how bank fees work in the case of a withdraw, unfortunately banks, not US, take a Huge chunk of money when you go to opt for an international wire, in your case half of what you sent. The $25.18 that we gave you back is what the Banks sent us back from your initial withdraw and what you should have actually received.

Anyway if you do not want to use International Withdraw please use BitInstant.

Good luck

CyberPhunk

full member

Activity: 124

Merit: 100

Quote from: bitdragon on April 10, 2012, 01:04:40 AM

"At this time Dwolla is only available for use within the United States. We do not have plans to expand internationally at this time, but please stay tuned for future updates."

Oh, forgot about that, sorry. :-(

Damn global economy! heh

CyberPhunk

full member

Activity: 124

Merit: 100

Quote from: Mt.Gox Support on April 10, 2012, 12:47:30 AM

Dear CyberPhunk.

Please check your account, I believe that the $25.18 USD are now back. We are sorry that it took so much time to fix this error, but, unlike Bitcoins transactions, Banks love to take their time send money back. And while we did not get them yet, we had a conformation yesterday that they are on their way, so we could finally credit your account of $25.18 USD.

Once again sorry that it took so long

Regards

So. you'll still keep the $50 that was caused by the failure of your employee, basically charging me for it? Nice!

bitdragon

hero member

Activity: 609

Merit: 501

peace

"At this time Dwolla is only available for use within the United States. We do not have plans to expand internationally at this time, but please stay tuned for future updates."

Mt.Gox Support

vip

Activity: 308

Merit: 250

Dear CyberPhunk.

Please check your account, I believe that the $25.18 USD are now back. We are sorry that it took so much time to fix this error, but, unlike Bitcoins transactions, Banks love to take their time send money back. And while we did not get them yet, we had a conformation yesterday that they are on their way, so we could finally credit your account of $25.18 USD.

Once again sorry that it took so long

Regards

CyberPhunk

full member

Activity: 124

Merit: 100

Quote from: bitdragon on April 09, 2012, 03:35:31 PM

I don't get where the Information MTGOX provided was wrong is evident in the log?

Quote from: bitdragon on April 09, 2012, 03:35:31 PM

I gave up last year on requesting wire transfers.
I was told to cancel the Paxum withdraw as there was no sign when it would go through and still got charged the withdraw fee...
The patience required is just too large for a normal human being and the responses open ended.
MTGOX codes work well and I stick with that now.

Use Dwolla, the fees are $.25 to direct deposit into your bank account. Quite reasonable.

bitdragon

hero member

Activity: 609

Merit: 501

peace

I don't get where the Information MTGOX provided was wrong is evident in the log?

Good luck though.

I gave up last year on requesting wire transfers.
I was told to cancel the Paxum withdraw as there was no sign when it would go through and still got charged the withdraw fee...
The patience required is just too large for a normal human being and the responses open ended.
MTGOX codes work well and I stick with that now.

CyberPhunk

full member

Activity: 124

Merit: 100

http://pastebin.com/JZAEzY7w

Helpcoin

newbie

Activity: 13

Merit: 0

I'd like to see the chat log as well.

I hope they fix your problem soon!

CyberPhunk

full member

Activity: 124

Merit: 100

Ah, I can see an issue with my first post.

The wire transfer was for a withdrawal FROM MTGox TO my bank.

I was trying to withdraw funds to use for a couple bills I needed to pay.

That help clarify things?

jwzguy

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Activity: 868

Merit: 1002

Quote from: Yankee (BitInstant) on April 09, 2012, 01:39:29 PM

Quote from: jwzguy on April 09, 2012, 01:27:35 PM

Not my post, but I certainly didn't get your version of events from what the OP said.

Thats because OP was not clear when he was explaining the situation, hence the reason for bulletpoints.

I respectfully disagree. But since I can do nothing more than lend my moral support I will not clutter this thread with arguments about reading comprehension. Best of luck to the OP.

CyberPhunk

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Activity: 124

Merit: 100

Quote from: Yankee (BitInstant) on April 09, 2012, 01:39:29 PM

What happend to the funds that you wired to them and got held by the Intermediary bank?

No clue, as they have not returned ANY funds. For all I know,they have pocketed the $25.18, along with the $50 in fees charged for their mistake.

CyberPhunk

full member

Activity: 124

Merit: 100

Quote from: Yankee (BitInstant) on April 09, 2012, 01:13:24 PM

(I'd like to see that specific chat log)

Chat log sent via PM

Topic: MTGox customer support == Huge Steaming Pile of FAIL! (Read 3403 times)